Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, serving as the definitive owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data-driven insights
• Decisively mobilize resources in complex situations to assess impacts and deploy necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or related fields within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability and system architecture effectively
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• Proven ability to influence cross-functional teams without formal authority, driving accountability and alignment